Customer Success Manager- Backfill

About DeepScribe

DeepScribe is building AI agents that automate and transform clinical workflows. On track to capture over 4 million oncology care visits annually, we are the dominant AI scribe for cancer care and we’re rapidly expanding into other complex, chronic-care specialties and workflows.

But our mission goes far beyond note-taking. We’re building the ambient operating system for healthcare: intelligent agents that embed directly into clinical and administrative workflows, from clinical trial matching to revenue cycle automation. Our goal is to give the most overburdened professionals in the world more time to focus on caring for patients.

At DeepScribe, everything we do is focused on bringing back the joy of care to medicine. We empower physicians with tools that improve efficiency, deepen patient trust, and reduce the documentation burden that drives burnout.

About the Role

You own the success of a portfolio of important, high-profile accounts. That means you know your customers deeply: their workflows, their champions, their friction points, and you act before problems become churn risks. You are the reason providers feel like DeepScribe was built for them.

This is a high-accountability role. You'll track utilization regularly, intervene when engagement dips, and build genuine relationships with clinicians and administrators alike. Retention is the scoreboard, but relationships are how you win.

What You'll Own

• Retention. Accountable for annual contract renewal across your portfolio; Monthly Active Users is your north star metric.

• Daily monitoring. Track MAUs, WAUs, and utilization; identify risk signals early and own the intervention plan.

• Relationship and champion building. Develop trusted, personal relationships with key clinicians and administrative stakeholders; be someone they're genuinely glad to hear from.

• Customer communication. Respond to provider and stakeholder questions, surface product updates, and proactively share what's relevant to each account.

• Organic expansion. Identify natural growth opportunities within accounts and partner with the internal colleagues to execute

• Voice of customer. Advocate internally for your customers; translate clinical workflow needs into product feedback and feature requests

• Product fluency. Stay current on DeepScribe's latest functionality and proactively apply new features to your portfolio

What We're Looking For

• Deep empathy for clinicians and genuine belief in the problem we're solving

• Strong understanding of clinical workflows; ability to translate provider needs into technology solutions

• Technically fluent, comfortable working with data, understanding integrations, and troubleshooting at a detailed level

• Working knowledge of LLMs and basic prompt engineering; curiosity to go deeper

• Proactive communicator, you don't wait to be asked, you bring information and solutions

• Comfortable with ambiguity and able to adapt quickly as our product and market evolve

• Willingness to travel: cadence varies (0–50% in a given month depending on account needs)

We’d love to hire someone with direct healthcare experience, but it’s not required

Compensation, Perks, and Benefits

On Track Earnings: $85,000-150,000. Actual compensation will be determined based on factors including but not limited to experience, education, skill level, location, and internal equity, and may vary from the posted range.

Compensation is combination of base + variable on an 80/20 split

Meaningful equity stake in the company

Flexible PTO

Work from home stipend

Medical, Dental, Vision, 401K and other benefits are also offered

About the Team

Our customer success team thrives in a rapidly evolving environment, and has the opportunity to work with many functions to ensure our customers receive the best experience possible. Come join us in this exciting growth phase!

At DeepScribe, we value trust, teamwork, and transparency, and we’re dedicated to promoting diversity and equity in the workforce through inclusive hiring practices. Candidates with backgrounds that are underrepresented in the technology industry are encouraged to apply.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required eligibility verification form upon hire.